> Guide,Assist, and Facilitate a seamless Customer on-boarding process, ensuring
a smooth ‘go live’.
> Responding to customer queries in a timely and accurate way, via phone, email or chat
> Identifying customer needs and helping customers use specific features
> Analyzing and reporting product malfunctions
> Closely monitor adoption rates of assigned Accounts; providing insight to Customers.
> Anticipate Customers’ requirements and possible challenges . Promote the Company’s services (enhancements /
updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts.
> Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them
> Update our internal databases with information about technical issues and useful discussions with customers
> Inform customers about new features and functionalities
> Follow up with customers to ensure their technical issues are resolved
> Gather customer feedback and share with our Product, Sales and Marketing teams
> At least 2 years experience as a Customer Success or similar CS role
> Track record of driving customer success and aligning within complex customer environments
> Data-driven with a commitment to process; drive/track consistent engagement process.
> Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
> Creative thinker with the ability to troubleshoot issues quickly and effectively.
> Excellent written and verbal communication skills.
> Excellent interpersonal skills.
> Extremely well-organized and analytical with an ability to work well under pressure.
> Strong team player as well as a proactive individual contributor.